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How I Made It: Paul Gill

During a recession service industries must learn to focus on the touchy-feely stuff and make sure that their customers are enjoying themselves

Sandra O’Connell

October 3 2010, 1:01am, The Sunday Times

Gill says hoteliers must talk to their customers and reduce their costs (Andrew Downes)

WHEN petrol prices peaked two years ago, the hotelier Paul Gill hit the headlines for his response — paying customers to drive to him.

He offered a €199 package that included a three-night stay and a €50 voucher for a local petrol station.

This customer-centric mindset has kept his Claregalway Hotel in bookings despite the downturn.

Gill, 40, was introduced to the hospitality industry at a young age. Born in Kenya to Irish parents, the family moved to the Aran Islands when he was three. His father got a teaching job but, “because they had difficulty making ends meet”, his parents began taking in paying guests.

His mother’s ability to seek out opportunities in the face of a challenge struck a chord. “One of my…